Shipping and delivery of orders and cancellation and returns policy
Our website is intended only for clients/consumers residing in the following countries:
The Netherlands, Belgium, Denmark, Germany, France, Bulgaria, Cyprus, Estonia, Finland, Greece, Hungary, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Monaco, Austria, Poland, Portugal, Romania, Slovenia, Slovakia, Spain, Czech Republic, Sweden, Andorra, Liechtenstein, Norway, San Marino and Switzerland.
The Company will not accept orders that involve shipping and delivery in countries not listed above.
Your order will be delivered free of charge to the following countries: The Netherlands, Belgium and Germany. Orders placed from other European countries have a cost of €15.00 which must be borne by the customer.
When finishing the shopping basket, you can choose to have it delivered to your address or to a GLS collection point. It is understood as an address a home address or any other address of your choice.
Your order will be shipped via GLS. If you place your order by 12:00 (The Netherlands time) on working days, we will immediately start working on your order, which will be delivered to the address provided in:
Denmark, Germany and France
72 hours to 120 hours
Bulgaria, Cyprus, Estonia, Finland, Greece, Hungary, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Monaco, Austria, Poland, Portugal, Romania, Slovenia, Slovakia, Spain, Czech Republic, Sweden, *Andorra, *Liechtenstein, *Norway, *San Marino and *Switzerland.
* Note: For shipping outside the European Union, import duties may be due, paid to the carrier.
Shipping orders to countries outside the European Union may involve the payment of import customs charges which must be paid to the carrier, or additional fees/expenses arising from compliance with regulations or laws of those countries. The customer will be responsible for the payment of such charges or fees in addition to the order price and delivery cost, if applicable. The customer acknowledges being aware that the orders shipped to countries outside the European Union may be subject to inspection by the customs authorities of those countries, and therefore undertakes to observe and comply with the laws and regulations of the countries to which the orders are sent. The company will not be liable for any violation of such laws or regulations.
If the order is placed after 12:00 noon (The Netherlands time), the Customer will have to account for another 24 hours in the delivery time.
To check the status of the order, the customer will receive an SMS and an email with the tracking code. By clicking on the link you can locate your order and in the same link you can also change the time of delivery.
As soon as you complete your order, the Company will immediately start working on it, for this reason it is not possible to cancel your order on the website from that moment on. You must contact our customer service via email to cancel the order within 12 hours. The amount will be refunded to your account in a few days, using the same payment method used at the time of purchase. Please note that the refund term will depend on your bank.
If you want to cancel your order after 12 hours, you must wait for the product to be delivered to your address and follow the return steps.
Out of stock articles
If your favourite item is not in stock, please select your desired size and colour, and leave your email address in the “notify me” bar. When the article is available an automatic message will be sent to you.
No exchanges are accepted, only returns.
You can return your order for any reason within 14 days of receipt. If you wish to exercise your right of return, you must notify us of this intention by email email@example.com.
To be eligible for a return, the packaging, tags and items must be intact, you have the right to open the packaging to check the items, but the product cannot have any sign of use, so we recommend trying the shoes on soft surfaces, such as carpets or similar.
As part of our sustainability policy, we recommend that you consult our table of sizes, so that it is possible to avoid returns and to reduce our ecological footprint. You can also consult our customer support to clarify your doubts.
Return cost is borne by AQA for The Netherlands, Belgium and Germany. In the case of orders placed from other European countries the return is free of charge, shipping costs will not be refunded.
Refunds may take up to 5 working days after receiving the returned goods. After checking the status of the packaging and products, the refund will be made using the same payment method used during the purchase. Please note that the refund term will depend on the payment method used and your bank.
Force majeure reasons
The Company shall not be responsible and will not assume any responsibility for failures or delays in delivery resulting from events, acts, omissions, failures or accidents to which it is unrelated and which are not under its control, including, among others and without limitation:
• Restrictions, limitations, government measures or measures approved by local authorities that restrict the commercial activity;
• Embargoes or measures in general that restrict imports or exports;
• Strikes, lock-outs or other labour disputes involving our company or third parties which affect our production or trade;
• Manufacturing/production failures resulting from power failures, breakdowns in machinery or shortages of labour or raw materials.
• Delays or defective deliveries by suppliers;
• Natural disasters or extreme weather events;
• Impossibility of using means of products transportation;
• Imminent risk of damage, in cases of armed conflict, hostilities, civil war or insurrections, war or threat of war;
• Any other reasonable causes beyond the Company's control.
13. Risk and property
The risk of damage or loss of the products will be borne by the customer, from the moment of delivery. Ownership of the products will only pass to the customer after the seller receives full payment of the price, tax due and any other associated costs.
The Company guarantees that its goods will be supplied without material or manufacturing defects. The warranty on the goods covers manufacturing defects or material failure but does not cover damage caused by accident, misuse, negligence or resulting from extensive, careless and reckless use, also not covering discoloration or wear of the material resulting from exposure or intense use or resulting from the normal course of time.
The customer must report the non-conformity of the goods within 2 months from the date on which the defect was detected and always within the warranty period.
If the product purchased has a defect covered by the warranty, the customer must proceed as follows, depending on how he purchased the products:
Bought from an AQA dealer:
In this case, the point of contact must be the physical store where you purchased the product, make sure you take a proof of purchase with you. The dealer will review the problem with you and ask for a possible solution.
Bought from the official online store AQA:
If a product you ordered through our web shop has arrived damaged or defective, we would like to receive notification of it within 2 days of delivery. Send us an email to firstname.lastname@example.org with your order number and at least 2 photographs of the damage, so that we can resolve it as soon as possible.
Warranty period and effects
In the case of proven defects resulting from material or manufacturing failure of the product, the customer will be entitled to a free replacement. Any other warranty rights are expressly excluded. The customer's testing and claim obligations, as well as the warranty period, are determined by the legal provisions in force in the country of the seller. The warranty period starts from the date of delivery of the goods. Product information does not guarantee their characteristics.